Book 5 Ticket office operations Ticketing & Revenue
Contents
1. being made at an assistance window without a Chip amp PIN unit Check the bank card is signed in date and the word Void is not showing on the signature strip Swipe the bank card Transaction authorised YES Check the card number agrees with the receipt Check the amount is correct and draw a circle around the amount Ask the customer to confirm the amount and sign the receipt Give DECLINED receipt to the customer Ask the customer for an alternative method of payment Does the signature on the receipt agree with the bank card YES Process any other tenders Give the customer their receipt and their Oyster card tickets Retain the signed copy with other bank card receipts in your cash drawer Cancel the transaction Retain the customers bank card Give DECLINED receipt to the customer Ask the customer for an alternative method of payment 3 Customer payments bank cards section 3 5 Manually keyed transactions g Apart from Visa Electron magnetic swipe cards that cannot be read by the TOM can be processed manually Manual entry of the card details and completion of a verification voucher is required to support the transaction Visa Electron and Chip amp PIN cards must not be accepted if the card cannot be read by the Chip amp PIN unit or the TOM Example of the customer copy of a Example of the merchant copy of a verification voucher verification voucher 20 C2. rent a rart 2000424 60093020 0356780 A An example of a travellers cheque showing the original signature above and the validating signature below next to the words Specimen 28 Customer payments warrants and vouchers 5 5 1 Customer payments warrants and vouchers Before accepting any warrant or voucher you must check the serial number against the list of lost or stolen items as notified in warning bulletins itis genuine within date and not a copy Checking and accepting a warrant You can accept warrants as payment as described on the warrant but you must not accept them for payment of an Oyster card deposit or PAYG You must make sure that the correct ticket is issued as shown on the warrant and that any discounted ticket is issued at the correct rate You must check that the warrant is valid the expiry date has not passed contains a barcode itis correctly completed and signed any alterations or amendments have been signed and endorsed with an official stamp the required ticket can be issued Where a warrant is used as payment the ticket will be endorsed with a W Where a portion of the ticket is to be paid by another method of payment you must process the non warrant payment first 29 Customer payments warrants and vouchers section 5 2 NR Rail warrants Current NR Rail warrants are printed with a barcode and are en
3. new TOLB must be started on the first day of each month The TOLB is used to record Activity Staff undertaking ticket office duties Visitors to the ticket office Movement of keys Events Supervisory checks Safe checks General section You must sign and record the time whenever you enter or leave the ticket office You must make sure that all visitors sign and record the time whenever they enter and leave the ticket office All movement of ticket office keys and the seal number used to secure the float safe key must be recorded You must record NOC messages and other events affecting the operation of the ticket office or where a safe audit or deposit has been witnessed by a member of staff without a TSID card A space is provided for the station supervisor to sign to confirm that supervisory ticketing checks have been carried out each day You must record details of checks to confirm safes are secure 1 General section section 1 3 Ticket Seller ID Card TSID 7 TSID cards are only issued to qualified ticket sellers E You must make sure that your TSID card is used only by you available whenever you are on duty kept secure and your PIN is not disclosed to any other person On the first occasion that you use your TSID card at a ticket office you must input a user name which must be your first name followed by your surname family name If your TSID card is
4. 20 Denominations up to 50 Bank of Ireland Bank of England Bank of Scotland States of Guernsey Treasury Clydesdale Bank States of Jersey Treasury First Trust Bank Isle of Man Bank Northern Bank Royal Bank of Scotland Ulster Bank You must ask customers tendering any other note for an alternative method of payment You must not give non Bank of England notes as change to customers Examples of Scottish and Irish bank notes can be viewed or printed from the intranet Customer payments cash Q Fei U o wn 2 2 Coins Only sterling coins can be accepted for payment You can accept commemorative coins issued by the Bank of England and coins issued by Jersey Guernsey Gibraltar Falkland Islands or the Isle of Man but you must not give them as change You must bank them with notes and loose coin 2 3 Accepting cash and giving change Accepting Cash from a Giving change to a customer Customer Enter the amount tendered Give change in such a way that the Keep the money in view of the customer is unlikely to leave part of it customer until the transaction Give change in the most convenient has been completed denominations or as requested where Any amount of coin tendered possible must be accepted If the full change cannot be given immediately ask the customer to wait Never exceed the legal tender limits as listed below Bronze Ip amp 2p maximum of 20p Silver 5p amp 10p maximum
5. Authorisation Centre to prevent the aborted transaction having an effect on the customer s available credit Correction of errors on bank cards If an error occurs on a bank card transaction whilst the customer is still present you must cancel the ticket using the Recent Refund procedure make a refund to the bank card carry out a further transaction to set up and issue the required ticket If a customer has been overcharged but is no longer present you must write a memo including the customer s details as soon as the overcharge is discovered attach a photocopy of the sales receipt make sure the memo is authorised by a duty station manager to confirm the refund take or send it to the T amp R Team retain a photocopy of the sales receipt and memo if possible If no copy of the sales receipt is available you must tell the duty station manager who will obtain a printout of the transaction from Revenue Information before submitting the refund to the T amp R Team Customer payments bank cards 3 uolnmo5 s If the customer has been undercharged you must advise your duty station manager so that attempts can be made to contact the customer to obtain payment of the balance owed 3 8 Retained bank cards If during a transaction you are instructed to retain a customer s bank card you must ask the customer to remove their bank card from the Chip amp PIN unit and to pass it throug
6. Fare Notice If a customer presents a London Buses Unpaid Fare Notice to make payment at a ticket office you must carry out a miscellaneous transaction selecting Bus Unpaid Fare Notice entering the reference number on the form including the UFN prefix and the amount print two copies of the receipt printout give the customer a copy of the receipt printout attach the copy of the receipt printout to the Unpaid Fare Notice and place in the correspondence multi safe bag 43 section 6 7 44 6 Other payments Payment of Inability to Pay Fare forms If a customer presents an ITPF form for payment of a fare due at any LU ticket office within 21 days you must carry out a miscellaneous transaction selecting Inability to pay fare entering the form number and the amount print two copies of the receipt printout and give the customer a copy attach the copy of the receipt printout and remit slip if provided to the ITPF form and place in the correspondence multi safe bag If more than 21 days has passed since the form was issued a letter requesting payment of the fare plus an additional 15 administration charge will be sent to the customer This letter includes a remittance slip with the ITPF reference number If an ITPF form or subsequent letter is presented more than 21 days after the date of issue and the customer presents full payment including the additional 15 charge you must
7. Tell the customer they and any authority received in the TOLB will have to contact the Customer Contact Centre Carry out a miscellaneous transaction Left Change returned Select amount from list or enter amount Print two receipt printouts and ask the customer to sign one Refund the money to the customer and give them the unsigned copy of the receipt printout Record the details on your V amp C Return Place the signed receipt in your V amp C multi safe bag The refund can be processed during the same traffic day by selecting the item from the left change list on the TOM A refund can be made up to 7 days later by manually entering the amount to be refunded Customer payments cash KA o fe ch 2 7 Forged notes or coins tendered by customers Retain the note or coin Explain to the customer that the note or coin appears to be a forgery Tell the customer that LU are required to retain it for police investigation Request the customer s name and address and issue a hand written receipt if the customer requests one Complete a memo explaining the circumstances of the forged note or coin being withdrawn Mark any notes as Forgery using a permanent marker Record the details in the TOLB Tell the BTP immediately Seal the notes coins and supporting memo in the multi safe bag and record on the outside of the bag the crime reference number date and endorse the bag Invalid Currency Select Crea
8. and check the details against any warning bulletins contact the FSC if a cheque is suspicious e make sure the cheque is crossed and payable to either London Underground Limited or Transport for London check it is dated within the last six months not post dated and written in ink make sure the amount in words and figures agree on some company cheques the pence might not be shown in words make sure the cheque is signed and any alterations are signed by the account holder some company cheques might have a printed signature 24 Customer payments cheques 4 You must not accept a cheque unless a ticket office transaction is taking place Credit Card Account cheques and cheques from Republic of Ireland banks bearing an imprinted stamp incorporating a harp logo in the top right hand corner personal cheques company cheques for PAYG or tickets valid for less than month cheques that have been reported lost or stolen a cheque in exchange for cash for any person or organisation a payment by cheque if the TOM indicates Not a preferred customer One single cheque may be accepted as payment for more than one ticket 25 section 4 2 4 Customer payments cheques Bankers Drafts Police Local Government Government Department Building Society Counter cheques and Company cheques When accepting these cheques if there is no previous record of satisfactory cheque tra
9. bag Assistance window 1 0 uolno5 s I0 3 DLR customers A customer can exchange a DLR issued Single ticket for a 7 Day x or longer period ticket as long as this is done within two hours of issue If the ticket is marked as a Penalty fare ticket it must not be exchanged To exchange a DLR ticket you must setup the required ticket at full price process the additional amount to be paid by the customer first select Warrantas the tender type and enter the ticket number and price paid print the transaction details on the back of the DLR ticket charge the customer the remaining balance print a receipt printout and attach it to the DLR ticket and place this in your cash drawer with any other warrants accepted Include this within your Uncounted bag at the end of your shift Fare Ticket Light Railway Ticket type C Singe Return C Travetcara px DL Ier 000000 mi L J DI D ge e De DO te T E o FT 000000 53 1 0 Assistance window 10 4 NR Permit to Travel PERTIS section At many NR stations Permit to Travel PERTIS machines are in operation at times when the ticket office is closed Customers can purchase a permit to travel for any value which can be exchanged within 2 hours of issue for the required ticket If presented with an NR PERTIS ticket at the assistance window you must check the validity of the PERTIS current date with
10. e S SUIOddns u2e31e pue sassauzm Aue Ier JO UWUO ISNI y YUM UONESIIAUOI Aue JO SSDULJSLUNIIID y JO S IEISP P1OD9J O UOIPP S SJU A JO uondii5s p y SN p 1 duuo2 ale suono s JULA e Buns Supjewi JuauayeyS que n8 u ue y duuoo ssolppe pue weu 1l U1 JO UONPILYLISA Uu e1qO Ueipiens Jo quaJed 1194 JO Jaquunu uoud 1 pue ssalppe uugu JU 104 JA LUOISNI dU ASY SIA ON 8e Jo sieah JOPUN JQUUIOISNI au S 57 section 1 0 Assistance window Detention of customers Detention of customers against their will could be classed as false imprisonment Thisis a complex area of law and staff should not attempt to detain customers against their will 10 6 58 If you believe a customer should be detained you must request police assistance and tell the station supervisor You must never put yourself in a situation where your safety is threatened Withdrawal of tickets from customer If an Oyster card or Oyster Photocard including Freedom Pass is withdrawn you must disable the card using the TOM as soon as possible prior to despatch You must tell the Staff Oyster Help Line or the issuing ticket office in the case of a monthly or longer period magnetic ticket so that the customer s record can be endorsed to prevent a replacement being issued prior to completion of the investigation If a ticket is withdrawn due to the lack of a supporting photocard you must te
11. of 5 00 20p amp 50p maximum of 10 00 1 00 amp 2 00 coins No limit 2 4 2 5 Customer payments cash KA o fe E Change disputes If a customer complains that they have not received the correct change you must advise the customer that the cash drawer cannot be checked until the end of the day record the customer s details in the TOLB tellthe station supervisor atthe end of your shift complete a Counted bag for the contents of your cash drawer The following day the station supervisor or duty station manager will produce your Ticket Seller s Daily Account TSDA report from the SAF to check whether there was any surplus and advise the customer accordingly If your account shows a surplus of the amount claimed arrangements will be made for the customer to receive a refund via Customer Contact Centre Left change When change is left behind by the customer or an Oyster card transaction is not finalised you must write in the TOLB the time any ticket purchased e amount tendered e amount left behind brief description of customer Carry out a miscellaneous transaction selecting Left Change Enter the amount and place the left change in your cash drawer Attach the printout to the TOLB Customer payments cash e Fei U o wn 2 6 Return of left change Are you satisfied the claim is genuine Write details of the return of the left change
12. on the old ticket record the details on your V amp C Return attach the receipt printout to the old ticket and place in your V amp C multi safe bag 50 10 2 Assistance window 1 0 Assistance window uolnmo5 s Assistance window general The assistance window must remain open throughout ticket office opening hours and at times the office is open for assistance only You must give priority to customers purchasing tickets at the main ticket issuing windows However customers requiring assistance must not be ignored and must be served between transactions at the issuing window If the customer wishes to pay by bank card at an assistance window without a Chip and PIN unit you must process the transaction as a magnetic swipe and signature transaction Customer arrives at the assistance window When serving a customer at the assistance window you must establish where the customer has travelled from check what time they started their journey check whether the customer has a valid magnetic ticket or Oyster card for the journey made If not you must establish why the customer does not have a valid ticket If necessary you can telephone the station concerned to confirm the customer s statement Tickets can only be issued if they would have been valid for travel at the time the customer began their journey JE P U o wn 52 Assistance window If no ticket is held by
13. wallets is given to stations with high numbers of tourists If supplies of stock fall below two weeks supply or if an emergency delivery is required you must contact the CTS Help Desk General section When requesting an emergency delivery or to stop further deliveries of an item you must fill in a Prestige consumables Ticket Stock Reconciliation form detailing current stocks of each item and fax this to CTS You can order the following items from CTS Adult photocard Male or Female Prestige Pack of 10 consumables on line order form TOM receipt rolls Pack of 20 QBM receipt rolls Pack of 12 QBM ticket rolls Box of 6 TOM receipt printer Individually cartridge If any ticket stock or wallets are transferred between stations you must tell the CTS Help Desk so that accurate stock records can be maintained Ribbons and paper for the ticket office printer must be ordered from the LU stationery supplier via SAP Ticket office deliveries When there is a delivery by CTS you must check the delivery is for the correct station check details of the stock received against the delivery note sign all copies of the delivery note endorsing it with your employee number and station stamp retain the top copy of the delivery note at the station place the copy of the delivery note in the freepost envelope provided and post to CTS As P U o wn General section If boxes have been opene
14. Transport for London London Underground Network Services Book 5 Ticket office operations p ki s SR we i LW f aoe gie D lt Ticketing amp Revenue Issue 9 MAYOR OF LONDON Ticket office operations Contents Section Page General section 2 2 Customer payments cash Il 3 Customer payments bank cards I7 4 Customer payments cheques 24 5 Customer payments warrants and vouchers 29 6 Other payments 39 7 Receipt for tickets sold 46 8 Interruption of train service 47 9 Checking ticket details 49 10 Assistance window 5I I Emergency cash advance 63 12 Equipment failure 65 13 Equipment maintenance 70 14 ROLT RLMP forms H Led ah D hl D General section General section Individual accountability You must always keep money and other receipts secure and never leave unattended keep money and other items secured in a cash drawer until deposited in the safe keep notes and coins in separate denominations within the drawer keep the amount of money in your cash drawer to a minimum preparing and depositing a Counted bag where necessary secure the TOM or sign off before leaving the TOM unattended keep your personal possessions out of view of customers You must never use a TOM POM that you are not signed on to disclose your PIN to anyone Ticket Office Log Book The TOLB acts as an audit record of events in the ticket office A
15. accept and process it If the customer only wishes to pay part of the sum you must make sure it is at least the value of the journey stated on the form 6 8 6 9 Other payments 6 Money paid in from toilet slot locks Whenever toilet slot locks are emptied money or tokens must be paid into the ticket office Where pre paid tokens are used you must account for these as cash You must check the amount received e account for any invalid currency separately carry out a miscellaneous transaction selecting Slot locks vending enter the amount received and the station supervisor s employee number give the station supervisor a copy of the receipt printout for retention in the Station Log Book Any tokens paid into the ticket office must be included within a float bag Charity collections When an authorised charity collection is undertaken by LU staff all cash collected must be paid in via the ticket office The organiser must obtain a qualifier from the FSC prior to the collection which will be communicated to the stations concerned This will enable payments to be collated centrally and payment made to the relevant charity When money is paid into the ticket office you must check the amount received account for any invalid currency separately carry out a miscellaneous transaction selecting Charity collection enter the amount collected the qualifier and the employee number o
16. ard following a device failure uo 35 s Criteria for taking no further action No action should be taken if the customer had a valid travel document but was unable to validate it because of a problem that was the fault of London Underground or their contractors the customer has paid the correct amount for their journey but has mistakenly purchased the wrong ticket the customer claimed to have lost their ticket and provides enough proof to verify their story any safety issue or risk of injury to any party could arise from taking further action it would not be in LU s interest to charge a fare for the journey made 61 section 62 1 0 Assistance window 10 9 Fare paid transactions Where there is no evidence of Irregular Travel or no authorised staff available to issue a Penalty Fare you must charge the customer the appropriate fare or the additional fare for the journey made You must not issue any other ticket at the assistance window unless the customer was unable to purchase the required ticket at the start of their journey or a previously purchased ticket is being exchanged for another ticket IL Emergency cash advance KA o fe E 3 Emergency cash advance Paying out money Has the criteria been met YES RER Refuse payment Carry out a Miscellaneous transaction selecting Emergency Cash Advance and enter amount e employee number of the pers
17. completed you must distribute the 3 copies of the ROLT RLMP form as follows Customer Top copy Audit Middle copy GSM Bottom copy If completed by If completed by Copies retained Copies retained Station Supervisor Ticket Seller until end of the until end of the traffic day traffic day Given to Retained as customer to authorisation to travel or present make refund Placed in Despatched to at a ticket office issue replacement correspondance GSM s office for refund or ticket bag within the replacement ticket ticket office and despatched via If presented at next Security ticket office used collection as authorisation for refund or replacement ticket Recorded on V SC Return and form placed in Ticket Seller s V amp C bag 72 73 75
18. d or items are damaged or missing you must not accept the delivery and must make sure the CTS Help Desk is told immediately After delivery you must make sure all items are stored in a secure location within a steel cupboard or storage bin Lost Property A station supervisor might require an item of value to be secured in a safe until it is collected Before an item of lost property is placed within the safe you must create a Lost Property bag Record details on the multi safe bag name station date Oo eil e contents Select bag operations and Create Other Bag on the SAF Scan the bag to be used Select Lost Property and record actual bag contents Specify the contents of the bag on the SAF Seal the item in the bag Commit Assign to yourself and keep secure until ready to deposit Enter the details in the TOLB General section KA o fe E 3 Removing a lost property bag Select Safe Operations and the relevant safe Undertake a safe audit Select Remove Bag Scan bag to be removed from the safe Commit Witness to confirm Select e SAF operations Administration Remove item from station Scan the bag Select Transferred to station supervisor Commit Enter the details in the TOLB and get the station supervisor to sign to acknowledge receipt of lost property As P U o wn General section Found Season tickets Oyster cards and staff trav
19. dorsed Not Valid for Season Tickets Older designs without a barcode must not be accepted Although endorsed on the back as only being available at certain Se LU stations these warrants may be accepted at any LU station EEN o Ka legare eee di rr cita ms Te zm izb et 4 PERI lt lt m L fuse aene aa Que Se ES Da Sesso At Warrant number to be recorded during transaction 5 3 NR Season ticket warrants Current NR Season ticket warrants are printed with a barcode and are endorsed Season Ticket under the heading Older designs without a barcode must not be accepted NR season ticket warrants can be accepted at any LU station in N exchange for a Travelcard or season ticket ENNAN eee SEASON TICKET Warrant expires after A EE T Pe EE magre i st SS Oe Zeep rarer eae ERE Eet CER 00000 23567 Warrant number to be recorded during transaction 30 Customer payments warrants and vouchers D Z E gt 5 4 Ministry of Defence warrants Current MOD warrants are printed with a barcode Older designs without a barcode must also be accepted These warrants can be exchanged for any ticket type specified on the warrant that the TOM can issue MOD Rail Travel Warrant HD 09800 Name No Fest Een nge Retur
20. e and Failure Register ROLT RLMP forms 14 14 ROLT RLMP forms S 7 The ROLT RLMP form is a 3 part form which allows you or the station supervisor to authorise the replacement of a Single Return or Day Travelcard which has been confirmed as having been lost in an automatic gate or to authorise a refund where a customer has lost money in a POM The ROLT RLMP form also acts as a temporary authority to travel to a named station if the ticket office is closed A pad must be kept within each ticket office float safe in a sealed multi safe bag the number of which must be recorded on the SAF 14 1 ROLT RLMP Controls When you need to use the ROLT RLMP pad you must record the removal and opening of the bag containing the pad on the SAF record the details of any issue in the TOLB The pad must be kept securely until returned to the float safe when you must secure the new bag in the float safe and add the bag to the safe contents on the SAF reseal the pad in a new multi safe bag and create the new bag on the SAF secure the bag in the float safe and add the bag to the safe contents on the SAF Instructions for the completion and processing of a ROLT RLMP form are contained within Section 6 2 of T amp R Book 3 If an error is made whilst completing a ROLT RLMP form you must cancel it by writing Cancelled and a brief explanation across the form 71 1 4 ROLT RLMP forms section Once
21. e customer attempted to travel with an incorrect ticket if applicable If the customer s story is confirmed or it is not possible to check the story you must not issue a Penalty Fare Criteria for issuing a Penalty Fare Notice Issue a PFN where the customer Assistance window 1 0 Criteria for issuing a Fare paid ticket Issue a Fare Paid ticket if there is no liability for a provided information which was investigated and proven to be incorrect failed to purchase or renew a ticket when a facility to do so existed claims to have lost a ticket but this cannot be verified travelled to or through a zone not covered by their magnetic ticket travelled beyond the availability of their Oyster card ticket which already had an existing negative PAYG balance at the start of their journey has not paid a fare and it would not be in LU s interest to complete an Irregular Travel report failed to validate their Oyster card when using PAYG when an opprtunity existed Penalty Fare it would not be in LU s interest to issue a PFN or the customer was given permission to travel and pay at their destination unable to purchase a ticket due to reduced ticket issuing facilities using a ticket no more than one working day out of date and started their journey at a station where there was no opportunity to validate their ticket clearly confused or misled unable to validate their Oyster c
22. ecord cards will be endorsed C for credit card D for debit card Types of bank card The following types of bank cards can be accepted American Express Maestro UK issued cards only Diners International Visa JCB Visa Debit MasterCard Visa Electron Customer payments bank cards S Fei O o wn AA Chip amp PIN transactions Select bank card as the method of payment Enter the value to be paid Has the bank card got a Chip Ask the customer to insert their card Process as a Magnetic Swipe and correctly and enter their PIN when signature transaction prompted Bank card slip produced for PIN confirmed customer to sign NO Process as Chip amp Signature transaction YES Make sure the customer has inserted their card into the unit the correct way Transaction authorised round is following the instructions on the Chip amp PIN unit MS NO correctly Ask the customer to Give DECLINED remove their card receipt to the customer After three unsuccessful attempts the PIN will be Se Ask the customer for blocked preventing the card tenders an alternative method being used of payment Give the customer their receipt and their Oyster card tickets 18 Customer payments bank cards uolno5 s Magnetic swipe and signature transactions This method of processing bank card transactions is used when the customer s bank card does not have a Chip or payment is
23. el documents If the following items are handed in to the ticket office you must deal with them as follows Magnetic tickets and associated photocards Oyster cards Oyster Photocards Visitor Oyster cards Freedom Passes Local authority issued Oyster cards All Staff Oyster cards and supporting ID cards Contractors Oyster cards All Bus operator Oyster cards All Nominee Oyster cards Privilege Travel Authority Cards manually cancel the ticket despatch in Correspondence multi safe bag disable place in the Surrendered Oyster card multi safe bag disable complete a memo outlining the circumstances in which they were found place in envelope marked Staff Travel despatch in Correspondence multi safe bag cancel by cutting them in half complete a memo outlining the circumstances in which they were found place in envelope marked Staff Travel despatch in Correspondence multi safe bag The station supervisor might require you to disable Oyster cards included within items of lost property 2 1 Customer payments cash KA o fe E Customer payments cash Bank notes You must not accept mutilated defaced dye stained or incomplete bank notes Customers presenting such notes for payment must be referred to a bank for a replacement You must accept Sterling bank notes up to the maximum denominations shown from the following issuers Denominations up to
24. elled 47 8 Interuption of train service section 8 3 Making a refund on tickets When making a refund you must write the amount refunded on the back of each ticket avoiding the magnetic strip list and total all tickets on a memo select Breakdown in Service on miscellaneous transaction for the number of tickets and total value of refunds made attach the tickets and receipt printout to the memo record the details on your V amp C Return and place in your V amp C multi safe bag 8 4 Planned engineering work O No refund must be made where planned engineering work is taking place and alternative bus or rail services are provided for all or part of the journey 8 5 Ticket refunds following strike action A decision on whether refunds will be given and how these will N be made will be approved by an LU director and communicated via a circular in the event of strike action taking place 48 Checking ticket details 9 Checking ticket details a The TOM provides a facility to check details of tickets on Oyster and the PAYG balance check the last eight journeys made on any Oyster card check the data encoded on the magnetic strip Checking Oyster card details As long as the Oyster card can be read details will be shown in one of the following formats journey history last 8 journeys plus recent top ups full card details Yo
25. en 1 and 40 No cash refund or change can be given Yee can gd Ira vg at ary Te wat Ae 8 Vi praa uttan ce raipen aah pe ct charqa ven Agere oe Sal oF be giver alt paypan tat Back of NR Travel Voucher The NR travel voucher shown has the repeated legend Rail Travel as the background in green wording 33 Customer payments warrants and vouchers JE ei O o wn Processing NR travel vouchers Presented within twelve months from the date of issue YES NO Set up the required ticket or amount of Tell the customer to contact PAYG to be loaded the issuing TOC Select each travel voucher individually and enter the voucher number s If the voucher is valid for more than the required ticket enter the value of the ticket and tell the customer no change can be given NR travel vouchers must be accounted for as warrants and must be despatched in the cash bag Print the transaction details on the back of the voucher Station stamp the front of the voucher Attach receipt printout to the NR travel voucher Place the voucher in your cash drawer with any other warrants accepted and include them within your Uncounted bag at the end of your shift Where a NR travel voucher is used as payment the ticket record card will be endorsed W 34 Customer payments warrants and vouchers Customer charter vouchers Customer charter vouchers are issued in denom
26. f the member of staff paying the money in give the member of staff a copy of receipt printout ie 7 Receipt for tickets sold section 7 Receipt for tickets sold If requested you must issue a receipt for any tickets sold You can produce a receipt for the last transaction or write out a printed LU receipt 7 Tickets issued for travel are zero rated for VAT If the customer has purchased other products you must advise them to write to the Financial Services Centre 14 Pier Walk London SEI0 OES giving details of the transaction in order to obtain a receipted tax invoice 46 Interuption of train service 8 uolnmo5 s Interruption of train service In the event of suspension or severe disruption to the train service customers with Single Return or any one day ticket that are unable or unwilling to complete their journey can be given a refund immediately 8 1 8 2 If the original ticket was purchased by bank card you must process the refund immediately and refund the amount to the customer s bank card If the customer has travelled You must calculate the value of the journey or journeys already made on Single and Return tickets and refund the difference make no refund where there is no difference in fare give the customer a Customer Charter Refund form If the customer has not travelled You must give a full refund for all tickets where the customer has not trav
27. h the ticket office window to check the details advise the customer that as a result of a bank instruction the card cannot be returned and ask them to contact their card issuer hand the customer a copy of the sale declined receipt request an alternative method of payment to complete the transaction You must also if itis a Barclaycard Oyster Card disable the Oyster functionality on the TOM cut the card diagonally in half complete a Bank Card Reward Claim form in full making sure the correct merchant number for the type of card is entered in the appropiate box attach a copy of the sale declined receipt to the claim form send the card and Bank Card Reward Claim form to your group station manager for processing 23 4 Customer payments cheques section A Customer payments cheques A Cheques general You can only accept the following types of cheque bankers draft building society counter cheques Company cheques for monthly or longer period tickets only government department cheques travellers cheques You can accept cheques drawn on any UK bank or building society branch Great Britain Northern Ireland Channel Islands or Isle of Man or Sterling cheques from British branches of foreign banks 7 Where a cheque is used as payment magnetic tickets and Oyster record cards will be endorsed Q When accepting cheques you must be vigilant
28. hod of payment If the cheque is for more than the amount of the ticket you must give the customer the option to either replace the cheque with one for the correct amount or add the amount of the overpayment to their Oyster card as PAYG as long as the new PAYG balance does not exceed 90 Travellers cheques Sterling travellers cheques can be accepted but must be supported by a valid passport or European National Identity card uro and Dollar travellers cheques are not accepted 27 4 Customer payments cheques section When accepting a travellers cheque you must make sure it is written in ink dated and made payable to London Underground Limited see the cheque being signed check the signature agrees with the original signature at the top of the travellers cheque check the customer s passport or identity card process each travellers cheque individually enter the value of the travellers cheque passport number issuing country and cheque number on the TOM print the transaction details on the back of each travellers cheque place the travellers cheque in your cash drawer with other cheques accepted If the value of the travellers cheque exceeds the amount to be paid you can give change of up to 50 You must print and give a receipt with any change due You must not accept a travellers cheque if the value is more than 50 above the ticket cost D Ge ULI
29. in two hours of issue establish what ticket the customer requires and whether it was available at start of their journey set up the required ticket at full price select PERTIS as the tender type and enter the PERTIS number and price paid print the transaction details on the back of the PERTIS charge the customer the remaining balance place the PERTIS in your cash drawer with any other warrants accepted and include them within your Uncounted bag at end of your shift 54 Assistance window 1 0 uolnmo5 s The following indicates what ticket must be issued to NR customers arriving at the assistance window Ticket required Ticket to be issued Single Single from NR station to another LU station Return Return from NR station to another LU station Day Travelcard Anytime or Off Peak 7 Day monthly or longer period tickets Fare Paid for journey made Single ticket for LU journey required and Fare Paid for NR portion of journey Single ticket for return NR journey and fare paid for balance of return or CDR fare Note If journey began after 09 30 from a station within zones a Day Travelcard Off Peak might be cheaper Return ticket for LU journey required plus Single ticket for return to NR station Fare Paid for balance of return fare if any Issue the appropriate zonal Travelcard or Travelcard to NR destination outside of zonal area If you are unable to issue a ticket to
30. inations of up to 7 50 the maximum LU Single fare and are valid for 13 months from the date of issue They can be exchanged for full or part payment for any ticket which includes LU travel or to add PAYG If more than one voucher is tendered the vouchers must be totalled and processed as one transaction No cash refund or change can be given Where a customer charter voucher is used as payment the ticket will be endorsed with a V Claim number to be recorded when processing the transaction 35 Customer payments warrants and vouchers Q k U o wn Processing customer charter vouchers Presented within 13 months from the date of issue YES RER Tell the customer to contact the Customer Contact Centre Set up the ticket required by the customer or add PAYG Select Charter Voucher and enter the first claim number total number of vouchers and value Print the transaction details on the back of the voucher Station stamp the front of all of the vouchers Attach the receipt printout to the Customer Charter Vouchers Place the vouchers in your cash drawer with any other vouchers accepted and include them within your V amp C multi safe bag at the end of your shift 36 Customer payments warrants and vouchers 5 5 7 Refund voucher Refund vouchers are issued by the Customer Contact Centre in A either handwritten or computer generated format for amounts of up to 20 They are valid for tw
31. int missing any lights inside devices which are not working or customer displays which are not clearly visible any defect which persistently recurs on the same device any damaged lost or broken device keys A device should remain in service if the fault does not prevent it from being used for example missing line of print on a ticket a defective customer display or a gate operating in Oyster only mode If a member of staff clears an error no further action is necessary You must report any damage to ticketing equipment to the BTP and to the CTS Help Desk 65 1 2 Equipment failure 12 2 Failure of TOM or printer section You must report any faults or errors that cannot be cleared on the TOM SAF Printer or Chip amp PIN unit to the station supervisor and CTS Help Desk If a failure occurs on a TOM you must e perform a reset of THU e record the details on the Maintenance and Failure Register tell the station supervisor and the CTS Help Desk if an error cannot be cleared leaving the TOM unavailable or with a restricted service To keep the ticket office window open you must sign on another TOM if available 12 3 Failure of Chip amp PIN Unit If the Chip amp PIN unit fails you must where possible use an alternative TOM to process the transaction If no other TOM is available you must process any bank card transactions as magnetic swipe and signature transactions 12 4 C
32. ll the station supervisor who will then enter the details in the Station Log Book 10 7 Assistance window 1 0 Penalty Fares di Under the GLA Act 1999 Schedule 17 amended by the Transport for London Act 2008 customers must be in possession of a validated Oyster card or a valid ticket covering their full journey before travelling The following staff can issue a Penalty Fare Notice revenue control officials trained and authorised station staff When serving customers at the assistance window you must establish the reasons why the customer does not have a valid ticket for their journey tell the customer if they are liable for a Penalty Fare Notice if no specially authorised person is available accept the fare for the journey made and issue a Fare Paid ticket 59 section 60 1 0 Assistance window 10 8 Persons authorised to issue Penalty Fares Where a customer is identified within the Compulsory Ticket Area without a valid ticket for their entire journey before deciding whether to issue a PFN you must attempt to verify the following information the customer s journey the station of origin s ticket issuing facilities and the status of the train service whether permission for ticket less travel has been given to the customer by an authorised person why the customer travelled without a ticket or without validating their Oyster card if applicable why th
33. n the reason for the use of the emergency TSID card the multi safe bag number You must not open the emergency TSID card bag until you have received authorisation from the duty station manager When you have received authorisation to use the TSID card it will become your responsibility as soon as the envelope within the multi safe bag is opened You must record the details in the TOLB complete a Record of Issue of Emergency TSID card form complete a Replacement of Emergency Ticket Seller ID card form send both forms to the group station manager as soon as possible update your SAF user name General section As P U o wn 1 5 Storage and retention of documents The following items must be retained for the periods shown below Emergency Safe Contents Register 12 Months after last entry Maintenance and Failure Register 12 Months after last entry MOVie Device Register 3 Months after last entry Key Seal Register 3 Months after last entry Ticket Office Log Book 36 Months first 12 months within the ticket office and a further 24 months archived Station supervisor daily check 4 Weeks 1 6 Ticket stock and photocards 2 7 The following items are supplied automatically by CTS based on AN previous usage e Oyster cards record cards Oyster registration forms ticket rolls other than for QBM pre cut stock season ticket wallets An extra allowance of
34. n From w sin DI Epe Teatan 5095328 omne I 093900 5035328 Warrant number to be recorded during transaction Customer payments warrants and vouchers Q gt U o wn Processing warrants Is the warrant within date YES NO 7 Cannot be accepted Is the warrant correctly completed signed and any alterations endorsed with an official stamp and initialled by the authorising signatory YES ER Can the ticket be issued Tell the customer to purchase a ticket for the LU portion of their journey and YES NO retain the warrant for exchange at a NR issuing office Set up the required ticket Scan the warrant and select the warrant type and issuing authority Print the transaction details on the back of the warrant Place the warrant in your cash drawer with any other warrants accepted and include them within your Uncounted bag at the end of your shift 32 Customer payments warrants and vouchers 5 5 5 NR travel vouchers amp Ca NR travel vouchers issued by any TOC can be exchanged for full or part payment for any ticket valid for travel on NR services or to load PAYG onto an Oyster card NR travel vouchers are valid for twelve months from the date of issue They are issued for any amount betwe
35. nsactions you must make sure the customer provides two proofs of ID one of which must include their address Acceptable proof of name are Valid passport or European National Identity Card Medical card Birth certificate Driving licence Acceptable proof of address are Current council tax bill Current council or housing association rent book or statement Residential utility bill dated within the last 3 months Bank or building society statement dated within the last 3 months Credit card statement dated within the last 3 months Mobile telephone bills must not be accepted as proof of name and address You can use the Penalty Fare Enquiry Desk to verify a name and address All cheques must be made payable to either London Underground Limited or Transport for London 26 Customer payments cheques 4 When accepting cheques you must check to see if two signatures are required record the customer s name and address on the back of the cheque print the transaction details for each ticket issued on the back of the cheque for company cheques also record the company name and address on the back of the cheque for tickets valid for less than one month also write the Oyster card or ticket number on the back of the cheque Company cheques for incorrect amounts If the cheque is for less than the amount of the ticket required the customer can pay the balance by another met
36. o months from the date of issue and can be used to purchase tickets or presented for a cash refund CL123456 01 April 2010 Jo m a wear eet ran inni Pi ca I A Catone reas a bo 7 es siii Voucher number to be recorded when processing transaction Printed in red and blue on a white background with a security foil at the bottom right Acceptable forms of ID are listed in Section 4 2 of this book 37 Customer payments warrants and vouchers Q k O o Hu Processing refund voucher Presented within 2 months from date of issue YES NO Tell the customer to return the Refund Voucher to the Customer Contact Centre Has the customer got ID NO Tell the customer they require ID as printed on back of voucher Establish if the customer requires a cash refund or a ticket Ticket Cash refund Build the ticket required Carry out a miscellaneous transaction and select refund voucher Select refund voucher Enter voucher number value on voucher ID shown Process any other tenders Make the refund to the customer Give customer their receipt Oyster card ticket and any change due Station stamp sign and attach the printout to the voucher Place the voucher in your cash drawer with any other vouchers accepted and include them within your V amp C multi safe bag at the end of your shift 38 Other payments 6 6 Other paymen
37. ollected form is available you must carry out a miscellaneous transaction selecting fares collected enter the form number as Zero the number of fares amount paid in and employee number of the member of staff give the member of staff making the payment a receipt which they must retain for 2 months record details as money left by customer on the Daily Record of Fares Collected Summary Completion of Daily Record of Fares Collected Summary The last ticket seller on duty must check and complete the summary place the summary and original copies of all the forms into the correspondence multi safe bag Copies of the forms must be forwarded to the duty station manager for monitoring purposes 6 4 Other payments 6 RCI receipts LU revenue control staff issue penalty fare notices and fare receipts Money they collect can be paid in at any LU ticket office Before paying in fare receipts the RCI must place all copies of tickets issued in a sealed evidence bag endorsed with their name their employee number the amount paid in total number of tickets issued last ticket number When paying in penalty fare receipts the RCI will advise you of the amount of money being paid in and the number of the last Penalty Fare Notice issued Fare and penalty fare receipts are both processed using the same miscellaneous transaction category but must be accounted for in separa
38. ompletion of the Maintenance and Failure Register P 7 The Maintenance and Failure Register is used to record details of N E any failure of a TOM POM SCU SAF or Printer e job reference numbers obtained from the CTS Help Desk maintenance carried out on any device cash given to from a technician servicing the equipment the removal of coin or note vaults from a station 66 12 5 Equipment failure 1 2 uolnmo5 s When completing the register you must fill in all relevant boxes and cross through any that do not apply Once a device is returned to service you must record the details of all actions taken If the defect is not cleared by the technician s initial visit you must make a new entry on the register for each subsequent visit until the defect has been cleared Defects on other equipment Any defects of the following equipment must be reported as follows Staff report to Manager report to Keyless Safe Locks Duty station manager Fault Report Centre Security units office Duty station manager LU Procurement drawers including keys Scales Duty station manager LU Procurement Hectaphone Voice Station supervisor Fault Report Centre Transfer Units Coin Counters Station supervisor Fault Report Centre Note Counters Duty station manager LU Procurement Any job reference number received must be recorded in the TOLB If a security unit containing the TOM hard drive becomes defective you must
39. on requiring the money Write the details in TOLB and on the receipt printout to include their name their grade the reason Ask the member of staff to sign the receipt and TOLB against their details Record the details on your V amp C Return Place the receipt in your V amp C multi safe bag 2 In an emergency an Operating Manager or persons authorised by an Operating Manager can on production of their Staff Oyster card and ID obtain money from the ticket office for Taxi fares Emergency telephone calls Refreshments during exceptional conditions Any unused money must be returned 63 1 1 Emergency cash advance section 11 2 Money being returned If any of the money is returned carry out a Miscellaneous transaction selecting Emergency Cash Advance Returned for the amount being paid in and enter the e amount e employee number of person returning the money Print a receipt sign and give it to the member of staff paying in the cash Record the details in the TOLB 64 Equipment failure 1 2 12 Equipment failure 12 1 Reporting failures of ticketing equiment For ticket office device maintenance you must report all defects to the CTS Help Desk obtain a job reference number and record the details on the Maintenance and Failure Register You must report any defect which you are not able to clear locally any device which is not printing tickets clearly or with a line of pr
40. replaced you must add the number I or 2 as appropriate after your name when the replacement card is first used 7 Ticket office Coaches are issued with two TSID cards a special Coach s card for their use and a second card for use by their trainee If you are using your Coach s card for the first time you must enter your first name followed by your surname family name followed by Coach For the trainee s card you must enter Trainee after your surname family name When signing on to a TOM using your Coach s card you must select Ticket Seller mode for normal use or Coach mode if you have a trainee The Coach option will prompt you for a second TSID card to be swiped which can be the trainee s own card or the second card held by you General section Emergency TSID card At each station with an operational ticket office an emergency TSID card and associated PIN are contained within a sealed envelope in a multi safe bag inside the float safe Where there is more than one ticket office on the station only one emergency TSID card is required You must make sure the multi safe bag is recorded on the SAF and checked whenever an audit of the float safe is undertaken Before you can use an emergency TSID card you must contact the duty station manager and give the following details your name employee number and Staff Oyster card number your home statio
41. te Other Bag on the SAF Select Withdrawn Invalid Currency Assign the bag to yourself until the bag can be secured within the Float safe in case the BTP wish to collect it section 2 8 2 Customer payments cash Forged notes or coins to be collected by BTP If the BTP wish to collect forged notes or coins they must do so within 24 hours If the bag is collected you must remove the bag from the float safe record the removal and collection of the multi safe bag on the SAF using the Item Removed from Station and Collected by Police options geta receipt endorsed with the crime reference number and attach it to the TOLB with the relevant details If the bag is not collected by the BTP within 24 hours it must be included with the next security company collection 3 1 3 2 Customer payments bank cards 3 Heike Customer payments bank cards Bank cards general Bank card transactions must be processed via the Chip amp PIN unit of the TOM There is no minimum limit for bank card transactions If you are suspicious of any transaction you must contact the appropriate Bank Card Authorisation Centre and request a Code 10 authorisation You must not use bank cards to obtain cash for any person or organisation give customers a cash refund for any ticket paid for with a bank card S Where a bank card is used for payment magnetic tickets and Oyster r
42. te transactions Payments for previoulsy issued Penalty Fares Notices cannot be accepted at the ticket office Any customers wishing to make a payment must be advised to use one of the payment options printed on the back of the notice e Revenue Control deg eet 4 Other payments S Fei U o wn RCI Receipts Check the total amount being paid in by the RCI agrees with total stated by the RCI or written on the sealed evidence bag Carry out a Miscellaneous transaction selecting LU RCI Receipts Enter the total amount last ticket or Penalty fare number and RCI number Print two copies of the receipt printout Fare Receipts Penalty Fare Receipts Attach a receipt printout to Hand the RCI both copies of the evidence bag containing the receipt printout the tickets Hand the other copy of the receipt printout to the RCI Place the evidence bag in the correspondence multi safe bag 42 Other payments 6 6 5 Bus RPI receipts Payments can be made by London Buses Revenue Protection Inspectors at any LU ticket office and processed via the TOM When this happens you must check the total amount of cash carry out a miscellaneous transaction selecting Bus RPI receipts enter the amount and official s employee number and the last 6 digits of the penalty fare notice number as the qualifier give the receipt printout to the RPI 6 6 Payment of London Buses Unpaid
43. tell the duty station manager who will contact the Customer Experience Service Delivery team 67 section 12 6 12 7 12 8 68 1 2 Equipment failure Bank Card Processor failure If a fault occurs with the Bank Card Processor BCP preventing devices from accepting bank cards you must tell OCC If it is a local fault OCC will tell you to report the fault via the CTS Help Desk If the fault is confirmed as the BCP OCC will issue a temporary authorisation number to enable stations to process bank cards until the BCP has been repaired Faulty bank card imprinters If an imprinter unit is faulty or does not produce legible copies you must ask the duty station manager to arrange for a replacement Whilst awaiting a replacement it will not be possible to produce a verification voucher You must advise customers that cards cannot be accepted and request an alternative method of payment You must unscrew and transfer the identification plate from the faulty imprinter to any replacement imprinter Faulty coin counters Ticket offices are provided with a number of different types of coin counter In the event of a fault you must consult the relevant operator s manual If a fault cannot be immediately rectified you must notify your Fault Report Centre e write the details of the fault in the TOLB including any job number given e write the details of any action taken to rectify the fault in
44. the TOLB 12 9 12 10 Equipment failure Faulty note counters If a note counter becomes defective you must write the details of your action taken to rectify the fault in the TOLB arrange for a replacement via your duty station manager giving details of the defect Preventing failures Changing of TOM receipt roll Changing of printer unit cartridge You must replace the TOM You must replace the printer cartridge receipt roll when the red lines as soon as it is necessary It is appear and it is about to run out essential that the receipts can be clearly read You must never pull the paper You must never wait until the printer through the terminal or let the is fading before replacing the printer sticky labels at the beginning cartridge and end of the paper enter the printer Instructions for loading the paper are inside the lid of the printer and instructions for changing the print cartridge are in the TOM user s manual KA o fe E 3 69 section 70 1 3 Equipment maintenance Equipment maintenance You must allow reasonable access to devices to clear defects or carry out maintenance work Before any maintenance is carried out on a device you must make an entry on the Maintenance and Failure Register If during maintenance a fault occurs preventing the machine from being returned to service you must tell the CTS Help Desk and complete a new entry on the Maintenanc
45. the customer You must charge the appropriate fare and set up the ticket required by the customer for any ticket issued other than a Fare Paid ticket tell the customer the ticket will not operate the automatic gate and to see a member of staff on the gateline If the customer wishes to exchange a ticket or requires a refund You must if the customer has used PAYG void the current journey to refund the fare deducted cancel and invalidate the customer s magnetic ticket by selecting refund ticket office closure e set up the ticket required by the customer or a Fare Paid ticket for the value of the journey charge the customer the difference between the price of the ticket required and any fare paid refund the difference if the customer has paid more than the price of the required ticket record details on your V amp C Return e attach the receipt printout to the cancelled ticket and place in your V amp C multi safe bag If the customer purchased a Day Travelcard Anytime Off Peak including NR issues with incorrect zones You must exchange the Day Travelcard for the equivalent Travelcard for the zones required issue a new ticket charge or refund the customer rather than issuing a number of ticket extensions record details on your V amp C Return e attach the receipt printout to the old ticket and place in your V amp C multi safe
46. the required destination you must issue a ticket to the nearest station for which a fare is held Alternatively you can issue a Fare Paid ticket and advise the customer to retain this and apply for a refund when purchasing the required ticket from an NR ticket office 55 3 o n 3 oO O c oO Al KA Uu lt do Au pa eas e ul JUdWA e3S 94 UM quawied y ypeye pue 13u uu 1e3ss y uo paJojjo s 1ou pue sujo y 40 slie3 p y 1ou p 1 440 S 3u uu ed J apew Aauinof y 104 JuawAed 1d 22e 10 104 SE J A N p422 1 3S O 4484S 10 4821 8 llAl1d y MEIPYNM Jasn y Jo 3 nu pi y Bulpsesas yqnop Aue s Salat J UOJ eD0 OA ona qof e Jafo dwa jo sjiejap o UOSIJECLIOI 104 ainjyeusis e JO e J uuolsn2 ay YSY S3A uonednooo yuq jo ER UU Jo aed JOQUUNU JPEZUOI e SSAIPpe oweu s Jaen au ysenbey umoys pieo2oloud 10 38421 Aue MEIPYNNM p422 493SAO uluuou 10 JJLIG JO 7821 ASAIALIK 2 78217 u1 S 7821 SIBUUOISNI y s O Se AeJ1 ZUE NPNeI JeINSalI JO UO SeAS alej azesagnap edsns noA J 19 213 ZUANPNEIY 1e NS3JI 56 w 3 VG E 3 v O c G J Uu Di lt uuo 21no y 4424S JO 1 quu uu y Hei TIM pue 13di 5 i uo 13u uj 8p wouyoe ue puas jim Jaeseuew O1 U0D anuanal anp u l JaSeue j 101 U0D anuanay nc au o1 JUaWA e s p l lduuo2 Y PueMIOJ w y wouy S UdLUa
47. ts 6 1 Record of Fares Collected form The Record of fares collected form is a two part form used by Sa station staff to record fares collected on the gateline or barrier when the ticket office or assistance window is closed When a Record of fares collected form is paid in you must check the amount received agrees with the amount stated on the form tell the member of staff if there is any discrepancy enter the total cash received in the appropriate column sign the form and insert the time of payment carry out a miscellaneous transaction selecting fares collected enter the serial number of the form number of items amount paid in and the employee number of the member of staff who completed the sheet You must also print three copies of the receipt printout attach a receipt printout to each copy of the form give the other copy to the member of staff as a receipt record details on the Daily Record of Fares Collected Summary and attach the form to the summary If the form was issued from another station you must write the name of that station in the column headed Gateline staff signature and tell the station concerned so that the details can be recorded on the Daily Record of Fares Collected Summary at that station 39 section 6 2 6 3 40 6 Other payments Money left by customer If staff pay in money left by a customer when no Record of Fares C
48. u can print either of these for the customer however if the full details include the customer s name you must only supply either printout to the customer on production of proof of ID If a card has not had a product or PAYG loaded when the customer states that it should have you must advise the customer to return to the outlet where the product or PAYG was purchased If the customer wishes to travel you must advise them to purchase a ticket for their journey If the customer has not received a product due to be picked up from a gate or validator you must contact the Staff Oyster Help Line 49 9 Checking ticket details section 9 2 Checking magnetic ticket details ai a Ca The TOM can read the last entry or exit made on a magnetic ticket and will also determine whether the ticket is valid or display a reject code Some local ticket outlets issue manually date stamped tickets which are not encoded until they are first validated through an automatic gate If a customer presents a ticket showing a different expiry date to that on the front you must take the earliest expiry date as being correct You must then withdraw the ticket and carry out a free exchange to invalidate and cancel it set up a replacement ticket on the same stock with the earlier expiry date write Exchanged for and the old ticket number on the front of the new ticket write the number of the replacement ticket
49. ustomer payments bank cards Manually keyed transactions KA o fe ch 3 Check the bank card is signed in date and the word Void is not showing on the signature strip Enter the bank card details on the TOM Transaction authorised YES Imprint the card details on the verification voucher Complete the relevant sections of the voucher including the authorisation code from the sales receipt Ask the customer to sign both the voucher and sales receipt Check the details are legible on all copies of the voucher Give DECLINED receipt to the customer Ask the customer for an alternative method of payment Does the signature on the receipt agree with the bank card YES Process any other tenders Give the customer their copy of the voucher receipt printout and their Oyster Cancel the transaction Retain the customers bank card card tickets Retain the signed Merchant copy of the voucher and signed bank card receipt in your cash drawer Give the DECLINED receipt to the customer Ask the customer for an alternative method of payment 21 S k 19 o wn 3 6 3 7 22 Customer payments bank cards Incomplete bank card transactions If the customer changes their mind after the transaction has been completed you must cancel the ticket using the Recent Refund procedure If the transaction is not completed after authorisation has been obtained you must tell the Bank Card
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